CCaaS Market: 2025-2029

Juniper Research predicts that the Contact Centre-as-a-Service (CCaaS) market will experience significant change across the next five years, with a shift in customer demand leading to vendors opting for ‘customer experience’ platforms rather than traditional contact centre operations. Customer experience platforms refers to comprehensive software which provides rich customer interactions across a range of channels and contact areas, therefore boosting customer satisfaction. Furthermore, it is anticipated that there will be substantial change to the channels which customers contact businesses on, with Juniper Research expecting declining use of both voice and SMS channels within CCaaS services.

Juniper Research has identified several factors that will drive growth and innovation in the CCaaS market over the next five years, which include: